Provides daily supervision and direction to service desk staff who are responsible for phone, email and in-person service desk support in the areas of standard desktop applications, troubleshooting hardware/software, workstation builds, printer problems, network, and systems support. Oversees the service desk operations, systems, tools, policies, procedures, and practices and creating and managing work schedules, and ensuring staff adhere to process and policy requirements. Serves as the Incident Manager responsible for managing events that impact desktops, network, system, or service support. Advise and assist in the support of new system rollouts and upgrades by contributing to implementation plans and/or training sessions. Performs needs analysis, designs, develops, coordinates, and promotes computer education programs for staff using a variety of delivery techniques including classroom, offsite, and web-based training. Activities will require substantial contact with users of all levels. May participate in planning and analysis efforts related to hardware/software deployment. May participate in efforts to evaluate, test, and introduce new technology and approaches. Follows approved procedures and quality standards.

Required Skills

Required Experience

· Requires bachelor’s degree in computer science, business, or a related field and a minimum of seven years of IT experience, of which at least five years must be leading a service desk team. Degree requirement may be substituted with additional relevant experience.

· Service desk experience must include support of standard office computing equipment (PC’s, laptops, tablets, printers), PC operating systems, (e.g., Windows, MacOS), Microsoft Office Suite, standard business software applications, and smart phones.

· Must be experienced with desktop and laptop standards, software deployment techniques and tools.

· ITSM ticketing system experience required, ServiceNow experience is preferred.

· Mac support experience is a plus.

· Must have a positive and patient customer service attitude.

· Demonstrated ability to effectively communicate orally and in writing.

· Experience supporting a nationwide mid to large Federal agency enterprise is a plus.

· A+ and HDI certifications are required.

· Must be able to obtain agency suitability clearance.